Make the agency phone call count
How to prepare, what to write down while you are on hold, and the three questions to ask before you hang up.
Agency phone lines can mean a long hold. You cannot control the wait, but you can make sure one call gets the job done.
Before you dial
- Have your case or reference number, and the letter you are calling about, in front of you.
- Write down, in one line, what you need: "I want to confirm my renewal form was received."
- Charge your phone and use speaker mode or headphones so you can take notes while you wait.
- Check the agency's official site first. Some questions can be answered, and some forms uploaded, online.
Timing
Many people find lines are shorter shortly after opening, and that Mondays and days after holidays are busier. It varies by office, so if one time does not work, try another.
While you are talking
Write down the date, time, the representative's name or ID, and anything they promise. If they give you a confirmation or reference number for the call, write that down too.
Three questions before you hang up
- "What is the next step, and who takes it: me or you?"
- "When should I expect to hear something, and how?"
- "If I need to follow up, what should I reference?"
If the call drops
Call back and give your notes from the first call. Your log is the record that the conversation happened.
HelpNinja cannot contact an agency on your behalf. These are general tips.
General information, not legal or financial advice.